lets you capture various types of information as part of ticket properties. You can create custom fields to suit your business needs.

There are two aspects to ticket fields:

  • Default ticket fields

  • Custom ticket fields

The different default fields available has five default ticket fields that provide important context about the issue to technicians, and are crucial for running your service desk efficiently.

  • Ticket status - Indicates the stages of a ticket lifecycle

  • Impact, Urgency, and Priority - Helps you prioritize based on impact and urgency

  • Category and Sub-category - Helps you categorize tickets into various types

  • Cause and Sub-cause - Captures the cause of the issue

  • Resolution code - Captures conclusions on resolutions provided for the issue

You can customize the values in all the above fields under Admin > Ticketing settings.

Adding custom ticket fields

In addition to default ticket fields, you can define custom ticket fields to capture unique information. This helps when you want to collect info about particular types of issues.

To create custom fields,

  1. Navigate to Settings > Advanced customization > Custom fields. Click Create. Choose which type of custom field you'd like to create from the options available and start customizing them.

2. Give your custom field a name and choose the required field. For example, dropdown, text, or checkbox.

3. Customize the field with titles and option names and click save to create the custom fields.

πŸ“ Note:

You can also reorder the values by dragging and dropping them.

Did this answer your question?